I have returned my equipment but sky is asking for it

[Daniel0210]

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@irinaizabela wrote:

it would have been way more useful to know this BEFORE i returned it so i would have taken a photo of the proof or something. 

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@irinaizabela 

From Skys website regarding returning items

Send it back to us:

• Take it to your local Post Office or parcel Post box; or
• Arrange for Royal Mail to collect it. Royal Mail can also bring a label with them for collection.

Don’t forget to keep the receipt as proof of return, and to track the item online.

https://www.sky.com/help/articles/return-tv-broadband

[irinaizabela]

Every possible website says this but just Sky is actually serious because they re incompetent 

[Daniel0210]

@irinaizabela 
Unipart are the company that deal with returns, they aren't the best and are taking 2+ weeks to process them at their warehouse. As you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

[jamesn123]

@irinaizabela 

Its not an excuse its simply a poor returns system

[irinaizabela]

Yes but it has nothing to do with the customer, it is their internal problem. They should be responsible and accountable for all of the losses they have because of their horrible system

[Daniel0210]

@irinaizabela 

What we're trying to say is if you'd kept proof of posting as Sky advise (and we on here recommend keeping it indefinitely), the Messaging Team could have sorted it very quickly. Without that the decision rests with Sky. Would you like your post escalating to Sky to see if they can help? 

[irinaizabela]

Yes please I want this escalated 

[Daniel0210]

@irinaizabela 

I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Lisa-P1987]

Thanks for escalating this. We’ve sent @irinaizabela an invite to chat.

[Lisa-P1987]

We are still looking to help you @irinaizabela . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[bvnf]

I returned all my sky equipment (both boxes, remotes, wires & broadband box) all in the same box on 26/06/24 at 10:05am. 
I was unaware I was going to be sent two boxes for all the equipment as they arrived on two separate days.
I have proof of postage reciept  from the post office and I took a photo of all that was in the box on the day I posted it. 
I am now unsure as to why I have received a text asking me to "return sky equipment as soon as possible to avoid charges". 
??? 
I look forward to hearing your response.

[Daniel0210]

@bvnf 
This is a customer helps customer forum so you’re not contacting Sky Customer Services by posting on here.

Unipart are the company that deal with returns and are taking more than 2 weeks to process equipment at their warehouse. If you want we can maybe get you some help from the Messaging Team.

As you have the proof it should be a fairly straightforward process. 

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

[bvnf]

Thank you for your reply, I was unsure of how to contact sky so I don't get an unnecessary charge. 

[Daniel0210]

@bvnf 
I’ve escalated your post to Sky and their Messaging Team should contact you in the next hour otherwise tomorrow.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Tom-W19]

Thanks for escalating. We've sent an invite to @bvnf.